Question 1

Universal Containers (UC) is implementing Service Cloud within its North America call center to validate

key use cases, system capabilities, and integration patterns. The UC leadership team is concerned that the

upcoming Salesforce Release schedule may impact the implementation project's development efforts.

What should a Service Cloud Consultant recommend that UC's Salesforce Admin do in this scenario?

Options :

A : Postpone the release to the production org so the team can finish the project before the release is deployed.

B : Disable updates to the sandbox so the team can continue using the solution without the updates from the release.

C : Conduct testing in a preview sandbox so the team can adjust features that will be affected by the release.

Answer: C

Question 2

Which feature should a consultant recommend to prompt a Tier 2 service representative to take over case processing from Tier 1 and know how far Tier 1 had progressed in troubleshooting?

Options :

A : Path for Cases

B : Escalation Rules

C : Einstein Next Best Action

Answer: A

Question 3

Universal Containers wants to reduce the amount of time support agents spend creating cases. Case creation

must scale up to 5,000 new cases per day and allow file attachments under 10 MB by the customer.

Which feature should the consultant suggest?

Options :

A : Web-to-Case

B : On-Demand Email-to-Case

C : Email-to-Case

Answer: A

Question 4

Universal Containers (UC) wants to allow customers to submit cases through its corporate website. UC wants

to avoid a large volume of invalid cases.

Which tool should the consultant use to meet the requirements?

Options :

A : On-Demand Email-to-Case

B : Web-to-Case

C : AppExchange Package

Answer: B

Question 5

Universal Containers has recently implemented an Experience Cloud site to allow its

customers to create and update their cases online. Customers should only be able to access the cases

where they are listed as the contact, including cases created by the their behalf. support team on

What should a consultant recommend to meet the requirement?

Options :

A : A sharing set to grant the Experience Cloud site user access to records associated to their Contact record

B : A sharing rule to ensure record access is granted based on the Experience Cloud site user role hierarchy

C : An organization-wide default of Public Read/Write on the Case object

Answer: A

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